Summary
Provide call center support to customers, reinforcing David Yurman’s luxury brand values and ensuring a superior customer experience. Report to the Customer Care Manager and support DavidYurman.com and the retail store fleet from the Lyndhurst, NJ location. The role includes order processing, product knowledge support, issue resolution, and cross-functional collaboration.
Responsibilities
- Respond to customer inquiries via phone and other channels with a warm, professional manner.
- Provide timely and accurate information on order status, product details, and service requests.
- Process customer orders and changes according to company procedures and document interactions.
- Reference on-site jewelry displays during training to support product knowledge and answer product questions.
- Prioritize and escalate unresolved or urgent issues to ensure timely resolution.
- Identify opportunities to promote additional products and services that enhance the customer experience.
- Collaborate with cross-functional partners to resolve customer concerns and support business initiatives.
Requirements
- Bachelor’s degree or 1-2 years of experience in a call center or retail role with a strong service culture; luxury or jewelry experience preferred.
- Strong computer skills and comfort navigating multiple systems; proficiency in Microsoft Office.
- Excellent verbal and written communication, problem analysis, and customer relationship skills.
- High level of professionalism, organization, and ability to work in a fast-paced environment.
- Availability to work assigned shifts including alternative weekends and occasional holiday hours.
